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Customer Service Charter

We aim to:

  • ensure you are treated fairly
  • make our services easily accessible
  • help you if you have difficulty communicating with us
  • answer your enquiry at the first point of contact
  • investigate and deal with your complaints and concerns within 10 working days
  • deal with problems fully and learn from any mistakes
  • provide a positive customer experience

Our staff will:

  • tell you their name and the service you have contacted when you telephone us and wear name badges in our Customer Service Centres
  • be professional, polite and friendly and treat you with courtesy and respect
  • be sensitive to special needs and help you if you have difficulty communicating with us
  • listen carefully in order to understand and respond to your needs
  • be sufficiently trained to resolve your enquiry or signpost it to the relevant person or service
  • ensure you are advised of all relevant timescales
  • treat all information received in the strictest of confidence and protect your privacy at all times
  • provide an efficient response to resolve your enquiry at the earliest opportunity
  • welcome all Customer Feedback as a way of improving our services
  • take advantage of the opportunities presented by the development of digital technologies to improve our customer experience and keep you better informed